Create a Department KB Review Report

Creating reports for reviewing Knowledge Base Articles and reviewing Knowledge Base Feedback keeps information up-to-date and relevant.

Quick Links: | Making a KB Article Report | Making a KB Feedback Report | Adding Reports to the Desktop |

Making a Knowledge Base Article Report

Making an article report in TeamDynamix can help you to better keep track of which articles are due for review so that you and your team can keep track of what may need to be looked at or updated. Knowledge Base articles are required to be reviewed a minimum of once per year. 

1. Navigate to TeamDynamix and click the + Report button in the toolbar. Click Report from the menu.
2. Under the type of report, choose Knowledge Base Report.
3. Fill out the report fields as needed for your report. See below for a specific example.
   • Name: Name of your report. Keep it concise and accurate.
   • Description: Not required, but you can provide a longer description of what articles will appear in the report
   • Select the columns you would like to see: Choose the fields that are relevant to the information you need. In the example below, you can see recommendations.
   • Add filtering to your report: Choose the filters that will narrow down your search. You can also click Show Advanced to set AND/OR statements for searching. In the example below, you can see recommendations.
   • Order your report: Choose the order you want to display or group the articles. 
   • Owner and Visibility​​​​​​: Choose who can see the report. It is recommended to make it available to your whole team. 
4. Once all of the fields are completed, click Save and Run.

Example of a KB Article Report

Here is a specific example of a report with all recommended fields. If you have questions, please contact a KB Admin.

1. Name: ITSS-Knowledge Base Admin Article Review
2. Description: This report will display articles assigned to the IT - ITSS - Knowledge Base Admin group that are approved, published, and either past due or due for review this month.
3. Select the columns you would like to see:
   • Subject
   • Status
   • Published
   • Next Review Date: Display Format Month/Year
   • Modified: Display Format Month/Year
4. Add filtering to your report: 
   • Next Review Date: less than or equal to run date
   • Next Review Date: this month
   • Status: is one of Approved
   • Owning Group: is one of IT - ITSS - Knowledge Base Admin (you can add multiple groups!)
   • Show Advanced: ( 1 OR 2 ) AND 3 AND 4
5. Order your report: Next Review Date Ascending
6. Owner and Visibility​​​​​​: 
   • Owner: This can be set to a group, or left as the creator
   • Visibility: Owner and these People/Groups: IT - ITSS - Knowledge Base Admin 

Making a Knowledge Base Feedback Report

Making a feedback report in TeamDynamix can help you to better keep track of which articles receive either negative or positive feedback so that you can update content when customers point out unclear instructions, broken links, or other issues. 

1. Navigate to TeamDynamix and click the + Report button in the toolbar. Click Report from the menu.
2. Under the type of report, choose Knowledge Base Feedback Report.
3. Fill out the report fields as needed for your report. See below for a specific example.
   • Name: Name of your report. Keep it concise and accurate.
   • Description: Not required, but you can provide a longer description of what articles will appear in the report
   • Select the columns you would like to see: Choose the fields that are relevant to the information you need. In the example below, you can see recommendations.
   • Add filtering to your report: Choose the filters that will narrow down your search. You can also click Show Advanced to set AND/OR statements for searching. In the example below, you can see recommendations.
   • Order your report: Choose the order you want to display or group the articles. 
   • Owner and Visibility​​​​​: Choose who can see the report. It is recommended to make it available to your whole team. 
4. Once all of the fields are completed, click Save and Run.

Example of a KB Feedback Report

Here is a specific example of a report with all recommended fields. If you have questions, please contact a KB Admin.

1. Name: ITSS-Knowledge Base Admin Article Feedback
2. Description: This report will display "Not Helpful" feedback on articles assigned to the IT - ITSS - Knowledge Base Admin group.
3. Select the columns you would like to see:
   • Article Subject
   • Was this Helpful?
   • Feedback User
   • Feedback Date
   • Article Owner
4. Add filtering to your report: 
   • Article Owner: is one of IT - ITSS - Knowledge Base Admin (you can add multiple groups!)
   • Is Addressed?: is false
   • Was This Helpful?: is false
5. Order your report: Feedback Date Descending
6. Owner and Visibility​​​​​​: 
   • Owner: This can be set to a group, or left as the creator
   • Visibility: Owner and these People/Groups: IT - ITSS - Knowledge Base Admin 

Adding the Reports to the TDx Desktop

Making a feedback report in TeamDynamix can help you to better keep track of which articles receive either negative or positive feedback so that you can update content when customers point out unclear instructions, broken links, and other problems with the article. Adding it to your TeamDynamix Desktop will ensure that you see the report as soon as there's something new in it. 

To edit your desktop, start in the TeamDynamix Technician Portal and follow these steps:

1. Click Edit Desktop (or Edit IT Services Desktop).
2. Under Available Content, search for the name(s) of your article review reports.
3. Drag and drop the widgets into the columns as you'd like them to be organized.
4. Click Save and refresh your webpage. The reports should now be on your desktop. 

 

 Still need help? Contact a Knowledge Base Administrator for further assistance.
  
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